Mondial Relay Claims via Shopify Shipping ! A 3 Day Policy That Makes Claims Impossible

Payments + Shipping & Fulfilment
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Topic summary

A French merchant reports that all loss claims for Mondial Relay shipments purchased through Shopify Shipping were automatically rejected due to a 3-day filing deadline after the last tracking event.

Key Issue:

  • This 3-day window does not appear in Mondial Relay’s official Terms and Conditions (July 2025 edition)
  • Mondial Relay’s public documentation allows claims up to 60 days after pickup
  • The restrictive deadline makes claims practically impossible since parcels are still in transit

Shopify’s Response:

  • The 3-day rule comes from a confidential partnership agreement between Shopify and Mondial Relay
  • Merchants cannot access this agreement and never consented to these terms
  • Support suggested using another carrier if the policy doesn’t suit merchant operations

Merchant Concerns:

  • Lack of transparency about claim conditions that differ from the carrier’s official policies
  • Being held to contractual terms they never saw or agreed to
  • Need for clearer communication about restrictions when using Shopify Shipping

The issue remains unresolved, with the merchant calling for greater transparency and consistency from Shopify.

Summarized with AI on October 23. AI used: claude-sonnet-4-5-20250929.
1

Hello everyone,

I’d like to share an experience that highlights what seems to be a structural problem affecting many French merchants using Shopify Shipping with Mondial Relay, and perhaps others as well.

We recently filed several loss claims for shipments purchased through Shopify Shipping.
Every single claim was automatically rejected for the same reason:

Claims must be filed within 3 calendar days after the last tracking event.

However, after reviewing the official Mondial Relay Terms and Conditions (edition July 10, 2025), we found that:

  • This 3-day deadline does not exist in Mondial Relay’s public terms.

  • Their own documentation allows claims to be submitted up to 60 days after pickup, with an average delivery time of 3 to 6 business days.

In other words, this “3-day window” applied through Shopify Shipping makes it practically impossible to file a claim, since the parcel is still in transit.

When we raised this inconsistency with Shopify Support, the official explanation we received was that this rule comes from a confidential partnership agreement between Shopify and Mondial Relay, which merchants cannot access, and that the carrier’s decision is “final.”

So a contractual clause that merchants have never seen, never signed, and never agreed to is being enforced against them.

And finally, the Support’s closing message was essentially:

“If this policy doesn’t suit your operations, you may use another carrier.”

I’ll let everyone draw their own conclusions about that level of customer care, especially toward long-standing merchants who pay monthly subscriptions, transaction fees, and use Shopify tools daily.

This post isn’t meant to create controversy, but to raise awareness:

  • Merchants should know that claim conditions via Shopify Shipping differ from those stated by Mondial Relay itself.

  • Shopify should communicate transparently and publicly about this 3-day rule, since it is not mentioned in the carrier’s official T&Cs.

As merchants, we’re not asking for anything excessive, simply:

Transparency, consistency, and respect from the platform we help grow every single day.

Thank you to anyone who takes the time to read this, and hopefully to Shopify for listening.